iPerceptions Releases Hospitality and Tourism Industry Report Q3 2011
14 Novembro 2011 - 11:00AM
Marketwired
iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused
Voice of Customer (VoC) analytics based on actual visitor feedback,
today announced the release of its Hospitality and Tourism Industry
Report for Q3 2011. The report shows that the share of hospitality
loyalty program members increased by 13% versus one year ago,
contributing to higher overall customer satisfaction scores.
"During the economic downturn, many companies invested in their
loyalty programs as a means of stimulating immediate bookings and
longer term brand loyalty," said Claude Guay, President and CEO of
iPerceptions. "Their efforts have paid off, as members tend to have
more positive website experiences than non members, being that they
are more familiar with the websites, visiting more frequently to
make reservations, earn points, manage their accounts, etc. This
results in members developing stronger relationships with the
brands and exhibiting stronger loyalty over time."
The share of loyalty program members increased from 66% in Q3
2010 to 79% in Q3 2011. This trend was evident among both business
travelers, whose share of members rose from 80% in Q3 2010 to 90%
in Q3 3010, and leisure travelers, whose share of members rose from
63% to 70%.
Overall satisfaction scores increased during the same period,
from 71 to 73 during the same period, due in large part to the
continued growth of loyalty program membership. Most attributes
measuring the online experienced increased significantly among
loyalty program members between Q3 2010 and Q3 2011, suggesting
that websites are doing a better job at meeting members' needs --
either through site changes or more targeted offers.
Content Relevancy continues to be identified as the key strength
of the hospitality and tourism websites, indicating that they excel
in providing meaningful, relevant information. Despite the large
share of loyalty program members, however, the websites still
struggle to convince visitors that they offer the best rates, as
deduced by comparatively lower scores for the Bottom Line
attribute.
Other important findings from the report include:
- Business travelers increased from 24% in Q3 2010 to 27% in Q3
2011, while leisure travelers decreased from 67% to 63%.
- Leisure travelers who came to make a reservation increased from
31% in Q3 3010 to 33% in Q3 2011.
- Visitors who did not complete their reservation due to price
increased from 14% in Q3 2011 to 27% in Q3 2011, while those who
did not book due to technical problems decreased from 17% to
5%.
The report analyzed immediate post-experience feedback from more
than 130,000 people visiting over 160 hospitality and tourism sites
to identify the most important online issues and trends facing this
unique industry.
Data contained in the Hospitality & Tourism Industry Report
for Q3 2011 represents aggregated information obtained from
iPerceptions' webValidator and 4Q Suite surveys deployed on the
websites of many leading hospitality brands. The full report can be
found on the iPerceptions website at
www.iperceptions.com/resource-center.
About iPerceptions iPerceptions is the
leader in web-focused Voice of Customer analytics, using advanced
intercept surveys to gather feedback from representative samples of
actual visitors. Its webValidator Continuous Listening solution and
4Q Suite solution turn millions of data points into
easy-to-understand strategic and tactical decision support, while
its Web Analytics Solution Profiler (WASP) provides superior web
analytics quality assurance. iPerceptions' clients include such
well-known brands as InterContinental Hotels, Hyatt, Fairmont, Best
Western, Choice Hotels International and Wyndham Worldwide. For
more information, please visit www.iperceptions.com.
The TSX Venture Exchange does not accept responsibility for the
adequacy or accuracy of this press release.
All trademarks and registered trademarks in
this document are the properties of their respective
owners.
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Media Contact Barbara Reichert Reichert Communications,
LLC 650-548-1002 Email Contact
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